ICT Strategic Group 8.30am 13th November

Agenda

1 Welcome and Introductions

2 Previous Minutes and Actions

3 Primary Managed Service

4 RM Service Report

5 Refund Distribution

6 RM Update

7 BSF Update

8 Education Update

9 Filtering Requests

10 AOB

11 Date of Next Meeting

Stoke Primary School ICT Services

Working in partnership with RM Education

Item 3

• Stoke Local Authority is changing its schools’ support offering

• Stoke LA in partnership with RM Education, can offer you a range of support packages

• Building block package approach

Intr

oduc

tion

• Decision to work with a partner for the following reasons:

– Budget Pressures– Service Delivery Ambition– Changing School Environment– Change in working practices

Hist

ory

Pack

ages

Delivered by locally based peopleIn your city

You will need the basics first

• Internet High-speed reliable and secure internet connection managed by Stoke LA

• E-mail World-class Microsoft Office 365 e-mail

• Filtering Parallel filters provided by both Stoke LA and RM Education

• Virus Software and updates for all the PCs in your school, built on Symantec

£17 per pupil per annum and £2500 Line rental

Star

ter P

acka

ge

• Discounted SIMS licences are available

• Must have an approved SIMS Support Partner that meets the below criteria

• Product and Public Liability Insurance minimum of £5m Professional indemnity minimum £5m

• At least 2 years audited accounts or bankers reference if this is not available • Dunn and Bradstreet credit check• At least 3 references from organisations they currently provide this service to• At least 2 years’ experience of managing/supporting and upgrading SIMS in a school

environment• At least 4 support staff directly associated with that service • Must have an established Helpdesk operating between 8am – 5pm

SIM

S Li

cenc

e

• City Council approved SIMS Support Partner is RM

• SIMS upgrades and patches

• SIMS advice, guidance and support

• Admin network support

• SIMS health checks

SIM

S Su

ppor

t

• Engineer Visits (Half day per week)– Network management– Preventative maintenance– Resolving network problems– Installing software

• Can be enhanced to Bronze +

Curr

icul

um B

ronz

e

• Managed curriculum service

• Including:– Pre-installation audit– On-site engineer visits– We’ll even repair your hardware as part of the

package

Curr

icul

um S

ilver

• Full managed service

• Including:– Curriculum network support– SIMS support– Admin network support

Gol

d –

Full

Man

aged

Ser

vice

Pric

e

Package Nursery Primary Special Secondary

Starter £17pp + £1500 £17pp + £2500 £17pp + £2500 £17pp + £2500

SIMS Licence £3.50pp £3.50pp £3.50pp £4.00pp

SIMS Support £595 £2675 £2775 £3775

Bronze £4250 £4250

Covered by BSFSilver £45pp + £5000 £45pp + £5000

Gold £45pp + £5500 £45pp + £7500

Licence cost subject to CAPITA / All costs subject to RPI

Any Questions?Contact details in the back of the brochure.

Jon BarkerJohn BowlerAndy Morris

Neil West

Item 4

ICT Steering – Service Usage and Performance

Andy Morris – Operations Manager

BSF News….

• Five Managed Service sites now live with two further “Mini Managed Services”.

• OSSMA next to join (Jan 2013), followed by Thistley Hough (April 2013) and six schools in Sept 2013.

• Eight former school technicians now RM employees.

• TUPE process going well - new colleagues very positive and spreading the word to the next phase.

Primary News….

• Primary Support proposition agreed• Visits underway to all Primary Schools to

discuss

• Starter Package• SIMS Support• Bronze / Silver / Gold Curriculum

Support• Educational Support

Learning Platform Usage

School Total Logins (Jun – Oct inclusive)

Haywood Engineering College 12718Ormiston Sir Stanley Matthews 11429Norton Primary School 6780St Peter's Academy 4077Stoke-on-Trent City Council 3934Forest Park Primary School 2649REACH 1807St Wilfrid's RC(A) Primary School 1639

St George and St Martin Catholic Primary School 1597Sandford Hill Primary School 1422

Our top ten users:

RM Performance – October 2012

• Overall call volumes high due to the three new BSF sites but lower than September; 1109 calls open in period.

• 144 calls open at the end of the period; 53% of these calls are with the customer for further action or closure

• Three Customer Satisfaction surveys were completed with an average score of 5.67 (Scores were 0,8,9)

• The First Time Fix rate is at 40%

Call Trend AnalysisNov 11 Dec 11 Jan 12 Feb 12 Mar 12 Apr 12 May 12 Jun 12 Jul 12 Aug 12 Sep 12 Oct 12

267 159 215 212 269 196 278 312 278 138 1410 110973 72 38 72 78 68 98 80 76 55 44 260194 87 176 140 191 128 180 232 202 83 1367 849196 121 142 134 202 98 201 238 223 94 1151 96571 38 72 78 67 98 77 74 55 43 260 144

Brought ForwardRaisedClosed

Carried Over

No. Open Within Period

Helpdesk (Business Technology)

BT dealt with 223 support requests in October 2012

• 207closed• 16 outstanding and carried over

Call BreakdownIncidents – 61Service Requests – 162

Top 5 Closed Incidents:

Category Number

Software Usability 77

Software 32

Information Request

31

Software Install 17

Printing / Scanning 12

Key Performance Indicators - RMTarget Oct-11 Nov-11 Dec-11 Jan-12 Feb-12 Mar-12 Apr-12 May-12 Jun-12 Jul-12 Aug-12 Sep-12 Oct-12

CIS1 Internet Access & Availability 0 0 0 0 0 0 0 0 0 0 0 0 0 0CIS2 Email Availability 0 0 0 0 0 9 0 0 0 0 0 0 96 0CIS3 WAN Availability 0 0 0 0 0 0 0 0 0 0 0 0 0 0CIS4 Learning Platform Availability 0 0 0 0 0 0 0 0 0 0 0 0 6 0

KPI3a Call Response time 95% 100% 98% 94% 100% 96% 98% 97% 98% 100% 96% 100% 88% 99%KPI3b Web Enquiries 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%KPI3c Call closures - High Prority 95% 100% 100% 100% 100% 85% 100% 60% 85%KPI3d Call closures - Low Prority 95% 86% 100% 100% 100% 100% 100% 95% 86%KPI3e Call Closures - Inconvenience 95% 88% 90% 96% 100% 91% 96% 92% 94% 90% 85% 67% 93% 97%KPI3f Call Closures - Learning Platform 95% 91% 91% 100% 94% 100% 92% 92% 95% 95% 100% 93% 90% 93%KPI3g Call Closures - Administrative 95% 58% 65% 97% 93% 95% 100% 97% 98% 98% 97% 100% 83% 96%KPI19 Disposal of redundant equipment 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

KPI5 Response to network security Incident 0 0 0 0 0 0 0 0 0 0 0 0 0 0KPI6 Protection against malicious intent 0 0 0 0 0 0 0 0 0 0 0 0 0 0KPI8 Restoration of any user data 0 0 0 0 1 0 1 0 0 1 0 0 0 1

KPI4 User software revisions and upgrades 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%KPI7 Management Assessment 75% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%KPI16b Results of user satisfaction surveys - CIS 75% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

KPI17 Compliance with H&S 0 0 0 0 0 0 0 0 0 0 0 0 0 0KPI18 Compliance with DDA 0 0 0 0 0 0 0 0 0 0 0 0 0 0KPI20 Asset Management 0 0 0 0 0 0 0 0 0 0 0 0 0 0KPI23 DR and back up tests 0 0 0 0 0 0 0 0 0 0 0 0 0 0

Customer Satisfaction

• Figures are from Net Promoter

Nov 11 Dec 11 Jan 12 Feb 12 Mar 12 Apr 12 May 12 Jun 12 Jul 12 Aug 12 Sep 12 Oct 12

7.33 6.4 0 6 3 2 8 9 7 0 0 5.6666673 5 1 3 1 1 1 1 2 0 0 3

22 32 0 18 3 2 8 9 14 0 0 17No. SurveysTotal Score

Monthly Average Score

Annual Survey

• Survey held in June 2012. Fantastic response – over 1100 participants. – 77% satisfied or better with RM helpdesk– 83% of pupils satisfied or better with EM+ and KLP– 54% of staff satisfied with managed service

• Action plan being created to address dissatisfaction– Step 1: Change email product– Step 2: Improve contact with schools through

visits and dialogue

Annual Survey

Prize winners

PupilsNaziah Akhtar, Thistley HoughMelissa Tellwright, Ormiston Horizon

StaffKeith Burdon, Haywood Engineering CollegeVictoria Brown, Priory Primary C of E

Item 5 Refund Distribution

Total in the pot so far is

£61,351

What do you want to do with it?

• Head Teachers Meeting for ideas

• Divide up = £1.81 per pupil • Buy Lending Equipment - IPADS• E-Safety proposal

Item 6

Cloud Products Update

Office 365 RM Unify

Peter McGurk – Service Delivery Manager

• Dudley rollout complete

• Development work completing this month

• Pilot at OSSMA – Dec 12

• Looking for a primary pilot site – if you are interested please talk to me or Neil

• Migration through spring/summer 2013

• Domain – your choice– Stay with sgfl.org.uk, or– Choose/use your own domain >>

@anythingyoulike.com– Examples:

• ossma.co.uk• norton.stoke.sch.uk

– Cost is minimal - less than £50/year

Item 7.

BSF Update

School Opening UpdateReach Opened - February 2012 Managed Service Underway – Going Well

Aynsley Opened - June 2012 Managed Service Underway – Going Well

Trentham September 2012 Managed Service Underway – Teething Problems, business as usual

COOP September 2012 Managed Service Underway – Teething Problems, business as usual

Haywood September 2012 Managed Service Underway – Teething Problems, business as usual

OSSMA Jan 2013 Implementation Underway

Thistley Hough April 2013 Specification Agreed

St Thomas More September 2013 PIC process underway

St Margaret Ward March 2014 PIC process underway

Horizon September 2013 PIC process underway

Kemball September 2013 PIC process underway

Discovery September 2013 PIC process underway

St Peters September 2013 PIC process underway

Middlehurst January 2014 Build Underway on programme

Holden Lane January 2014 Build Underway on programme

Abbey Hill Approx Sept 2014 Design Stage

Item 8

Education

Katrina Hay

Good News

• The momentum builds– 2 schools to May 2012– 3 schools in Sept 2012– 7 by Sept 2013– 4 by May 2014

Support in Advance

• How do we support in advance?– Consultancy to build a bespoke programme

• At the heart - the school’s vision & development plan• Change management• On-line skills audit• Essential Skills Programme• Visit to Real Centre• Action Research Projects• Partnership

– School or academy– RM– LA

Support During Go Live

• Bespoke ‘Go Live’ Programme• Partnership

– Compliments• Technical CPD• CPD by other partners• School’s in-house programme

• Time and resources available?

Action Research Projects

• Inform PIC• Good practice examples• Case studies

Good Practice ARP

• Stoke school wider resource• Heather Gibb – Stoke LA LP Administrator• https://www.klp.rm.com/establishments/

8610000/UniversalServices/SchoolAdvisorySupport/SchoolInterestSpaces/ActionResearchProjects/Pages/BrowseallARPs.aspx

Co-operative Academy at Stoke Case Study

Action Research Projects

• Stoke school wider resource• Heather Gibb – Stoke LA LP Administrator• https://www.klp.rm.com/establishments/

8610000/UniversalServices/SchoolAdvisorySupport/SchoolInterestSpaces/ActionResearchProjects/Pages/BrowseallARPs.aspx

Thank You

Item 9. E-SafetyJonathan Moss

The 360 E-safe CityProject Fund Options

e.g 50K of funding available from the IT Deductions Fund

If 50% of this fund is available to the 360 esafe project then schools can have the option of using around £300 per school to use to support their 360 E-safe project. With £2500 used to support half termly E-Safety training events across the city at times that suit parents (evenings and Saturdays) in local venues accessible venues.If 75% of this fund is available for the 360 esafe project then schools can have around £425 available per school to use to support the 360 esafe project with £5000 used to support parent E-safety events across the city.If 100% of the find is available then schools can have around £550 per school to support 360 with £9000 being available for training events from Sept 2012-Sept 2014.

Lending Library Refresh

All Schools to get access to the Lending LibraryFunds used to refresh kit e.g. more Ipads, Kindle Fire, Rasberry Pi, Microsoft Surface.

Number of apps purchased for evaluation.Max of four loans to schools per year.

Kit to be used for project work and evaluation.Schools to suggest kit to purchase and sub-group to decide purchase.

Purchase through LA gives volume discount.Schools to decide who provides support.

E-safety

• Global unblocking system through the learning platform for speedy and accountable decision making.

• Communication regarding the use of RM smart caches and the responsibility of schools.

Item 10. Annual ReportNeil West

Item 11. AOB

– Proposed Date for next meeting

Date Tuesday March 19th

Time 8.30

Location to be DeterminedAny offers?